FAQs on Project Dhruva.pdf

FAQs on Project Dhruva Navsrijan The Brand New Contact Centre (L0631) (Banking as Easy as 1-2-3-4) 1800 1234 & 1800 2100 Prepared by K.V.V.Ramana, 6424872, Manager Faculty, SBILD Masulipatnam S.No Question...

FAQs on Project Dhruva Navsrijan The Brand New Contact Centre (L0631) (Banking as Easy as 1-2-3-4) 1800 1234 & 1800 2100 Prepared by K.V.V.Ramana, 6424872, Manager Faculty, SBILD Masulipatnam S.No Question Answers / Solution 1. Under which program, bank has “PROJECT DHRUVA” revamped our Contact Centre. 2. How “PROJECT DHRUVA” is “PROJECT DHRUVA” is attending attending customers? customers through their Registered Mobile Number (RMN) & Non-RMN based services through its IVR and agents interaction modes. Project Dhruva is boosting branch sales and supporting branches in recovery of loans. 3. What are the present Toll Free 18001234, numbers? 1800 2100, 1800 112211, 1800 4253800. 4. What are the other Toll free 1800 1111 09 Unauthorised numbers of the Bank for other transactions services? Helpline 1800 1100 01 PMJDY Helpline 1800 1100 18 FASTAG Help 1800 1200 18 Dedicated Home Loan Helpline 1800 4259 760 ITRO Helpline 1800 1111 01 SBI Yono Helpline 1800 1100 09 Pension Helpline 1800 1120 17 GST Helpline 1800 1111 03 PSB/DSB Helpline 5. What are the geographical Our contact centres are located at locations of the Contact Centre? Vadodara, Bangalore, Agra and Kolkata. 6. The first contact centre in 2005 Bangaluru was established in? 7. The present day Contact Centre is Teleperformance, a French run by ………. conglomerate. 8. What are the delivery channels that ATM Card, Internet Banking and UPI. can be blocked by the customer on Dhruva platform through self service mode? 9. How the Agents assist our Agents assist our customers through customer through the Contract CRMNext, which access the bank’s Centre? system. Post validation, agent will create a lead in CRM. 10. Under Project Dhruva platform 1. Better agent experience for what are the inbound services resolution. enabled for superior Customer Call 2. Higher self service levels at CC.  experience to drive traffic from branches? 11. Under Project Dhruva, what are the 1. Drive Sales of digital journeys. outbound services enabled to 2. Drive collection of pre-delinquency make contact centre a profit SMA 0/1. centre? 3. Accelerate Digital adoption. 12. What are the technological Better connectivity, reduced drop-offs, improvements under taken at enhance call handling capacity, ‘Project Dhruva’. enhanced security and encryption levels. 13. What are the 5 IVR services a) Account balance & Last 5 Txn available through Contact Centre? (RMN). b) Blocking of Debit / ATM Card (RMN) c) Debit Card Reissuance (RMN) d) Green PIN Generation (RMN) and e) Deposit/Loans Interest Rates (The services of [a to d] are available only to the customers who have a single CIF linked to the calling number) 14. What are the new simplified IVR 1. Account Balance & Last 5 Txn (RMN) services available to customers, 2. Blocking of Debit/ATM Card (RMN) who have multiple CIFs? 3. Debit Card Reissuance (RMN) 4. Debit Card Tracking (RMN) 5. Cheque Book Tracking (RMN) 6. TDS & Interest Certificate (RMN) 7. Status of Complaint (RMN & Non- RMN) 8. Account Balance & Last 5 Txn (Non- RMN) 9. Debit Card Tracking (Non-RMN) 10. Cheque Book Tracking (Non-RMN) 11. Account Statement (Non-RMN) 12. TDS & Interest Certificate (Non- RMN) 13. Home Loan & Education Loan Interest certificate (RMN) 14. Cheque Book issuance (RMN) 15. INB Blocking (RMN) 16. UPI Blocking (RMN) 15. What are the services available 1. Card Blocking. through Contact Centre Agents? 2. UPI Blocking. 3. ATM Card Tracking. 4. Cheque Book Tracking. 5. Product/Process advisory. 6. Complaint Registration (including un-authorised transaction complaints). 7. Account Balance Txn (RMN). 8. Blocking of Debit / ATM Card through Agent.  9. Debit Card Reissuance (RMN) through Agent. 10. Cheque Book Issuance (RMN) through Agent. 11. Cheque Stop through Agent. 12. Loan account enquiry through Agent. 16. In case of complex customer Hybrid Contact Centre (HCC). queries or queries requiring (Queries would be resolved by transfer enhanced access to the Bank’s of call in real-time to the HCC officers system for resolution, who will instead of redirecting customers to attend the queries? branches. 17. What are the effective dialling 1. True Caller White listing: Registered strategies being adopted by the with True caller as verified business Contact Centre? with Green badge in True caller preventing branding of these numbers as spam. 2. Skip Tracing: Leveraging bureau data for alternate connect numbers through CRIF and Experian. 18. What are the High risk products Home loans, Personal Loans, Auto identified for pre-delinquency Loans and Education Loans. follow-up? 19. What are the benefits for the 1. Reduced footfall and increased Branches and Branch focus on Business Mobilisation. functionaries? 2. Improved Customer Service. 3. There would be significant reduction in Customer Complaints. 20. For whom the services of ATM The service is available for the Card Issuance are available? reissuance of cards blocked during previous 6 months. 21. Has Contact Centre adopted any Yes, Contact Centre has now adopted collection processes? a multi-channel approach in collections, i. e. 1. Seamless deployment of SMSs. 2. Voice Blasts. 3. Agent Calling and 4. Branch level follow-up. 22. How many languages will be taken 12 Languages care by the Contact Centre? 23. What are the benefits with new 1. Lower drop-offs than existing lines. contact centre? 2. Faster connectivity & call quality. 3. Better experience for customers. 4. Declutering of Branches. 5. Customer Loyalty. 6. Redued Cost of Services. 24. What are the details customer has Regd Mobile Number, DOB, Last four to provide when he is calling from digits of the account number. Non Registered Mobile Number? 25. What is the full form of DEMS? Desktop Enterprise Middleware System 26. IVR services are available ______ 24X7. basis with real-time assistance 27. QRC stands for? Query/Request/Complaint 28. Customer Awareness can be Branch Standee, created by which? Posters, Videos, Displays on INB, YONO, ATM Screens, SMS campaigns, Websites, Articles, Newspapers, Bill Boards, Social Media Posts, Passbooks, Cheque Books, ATM Cards. 29. ITFN Full form? International Toll Free Number 30. IVR Full form? Interactive Voice Response 31. Phone Banking Services in SBI 2015 launched in? 32. Can customer enquire about his No PPF account balance? 33. What is meant by Self Service? The customer resolving his/her own issue through IVR of the contact centre. 34. The telephone softwares used in Avaya & Genesys Contact Centres are? 35. Presently approximately what 1.5 crores per month number of customer calls are being handled at the contact centre? 36. How many time conversion of 1.7 times PAPL leads happened? 37. What does 5x5 refer to in the IVR Structure context of the Contact Centre? 38. Which services are placed in the Channel blocking Releated very beginning of IVR? 39. What are the services available in Inbound and Outbound Services New Contact Centre? 40. In which Centre inbound services Agra are large number? 41. Can we get PPF balance through No 1800 1234? 42. What is the penetration percentage 0.032% before introduction of Project Dhruva? 43. Can complaint Staff Behaviour Yes cases through Contact Centre?  44. Voice blast is for? For identification of delinquent customers and pushing voice blast reminders to them for making payments on due date. 45. CC assisted journey is available Non YONO customers for? Prepared by: K.V.V.Ramana (Manager Faculty) SBILD Masulipatnam Amaravathi Circle Mob: 8142255500